Personalisation Hub is an enterprise-grade personalisation platform designed to help brands seamlessly personalise customer experiences across all owned touchpoints (website, mobile app & in-store).
The platform runs 100% on AWS, securely within a client's own Virtual Private Cloud (VPC) environment, ensuring complete control over their data, security & compliance. This allows clients to securely activate customer/AI data to drive personalised experiences across all their enabled touchpoints.
The platform supports a wide range of features designed and developed to ensure retail brands are able to support Personalisation in Retails:
- Retail Data Management - create a single source of truth for retail data to ensure all retail data (e.g. store opening hours) is always accurate. No level of personalisation will fix a customer turning up at a closed store
- Virtual Queue Management - ensure customers are not forced to stand in a physical line when they arrive in-store. Customers can join a virtual queue & they are then free to browse/shop/engage with the store/displays.
- Appointment Bookings - ensure customers can arrange a time that works for them (e.g. collect an item purchased online).
- Digital Signage - platform allows clients to support enhanced experiences in-store by providing a world-leading digital signage solution. What's key is that the platform is (1) self-hosted, ensuring the most secure digital signage solution possible (only accessible to the client) (2) digital signage runs on the client's own domain, opening up new opportunities to let customers interact & engage with displays (supporting 1:1 personalisation).
- Other platform features covered in relevant sections below.
Below are some example of the use cases supported by the platform for the following industries:
2. In-Store Signage – Supermarkets / Retail Media
3. Localise Personalise Digital Signage (QSR Industry)
1. Support a Connected & Personalised Retail Experience (e.g. in Telco, Banking, Bricks & Mortar Retail)
Personalisation Hub is designed to ensure that Brands can seamlessly connect their website, app with their in-store experiences. The platform runs on a client's own domain allowing Brands to seamlessly connect a customer's experience when they walk into a retail store.
Below is a summary of some of the supported use cases:
Join a Virtual Queue (e.g. to ask for assistance) or Book an Appointment (e.g. BOPIS / Click & Collect)
Customers check-in on arrival and join a virtual queue (or customer arrives for a previously booked appointment)
Brands obtain consent to leverage the customer data to personalise their in-store experience
Customers unified personalisation platform is aggregated from any connected platforms/models (CDP, CRM, AI/ML Models, Amazon Personalise, Amazon Connect, etc)
Customer is now free to browse/shop/engage with the store as they are not forced to stand in a physical line. This reduces perceived wait times & improves NPS.
Support a Connected Customer Journey (Web > App > In-Store)
Each customer's unified personalisation profile is used to Personalise the campaigns presented on digital signage & on tablets within the store. This can be on aggregate (based on all the customers within a specific section of the store) OR personalised 1:1 (where a brand is leveraging a customer's proximity within the store).
Where no customer profile exists (e.g. for prospects) a 1st party cookie can be used to retrieve the customer's previous website visit(s) & this information can be used to personalise store displays (as per above).
Alternatively, the reason for visit that was selected by the customer when they joined the virtual queue can be used to personalise displays/CX (e.g. reason for visit = home loan).
Leverage dynamic QR codes to support 1:1 Personalisation on select in-store displays
The Platform shows dynamic QR codes on digital signage displays. When a customer scans the QR code this immediately checks a customer into the store (e.g. check for any offers/coupons or to earn loyalty rewards)
Once the QR code is scanned, all previous data about the customer/prospect is available to support 1:1 personalisation & relevant campaigns will playback on the display.
When a Brand has activated a QR Control enabled campaign on the Display; the customer's mobile phone becomes a remote control to the display. The customer is able to browse through campaigns/offers/experiences and control/view these campaigns (e.g. play a promo video on display and/or save a personalised coupon to their phone).
QR Control can be used to support more engaging, interactive, personalised campaigns (e.g. where a customers mobile device can be used as a gaming controller to control a game on the display).
The Platform also supports AR/MR, this extends what's possible when customers engage with QR Control (e.g. magic mirror experience personalised based on a recent website visit).
Staff Tablet Interface:
Store Managers have full visibility over every customer's experience in-store.
When customers are picked up from the Virtual Queue (or for their appointment), all relevant information about the customer is surfaced to Staff (to ensure that the customer's e2e experience is personalised).
The platform surfaces relevant Next Best Actions (NBA) and staff can also control the playback of Campaigns/Offers on store displays (to provide more excitement to further re-enforce a sale).
All customer experience & interaction data is fed back into the customers unified profile (e.g. Amazon Connect). This ensures that brands have full visibility of every customer interaction, including in-store.
Business Benefits:
Reduced Customer Wait Times & Higher NPS
Support More Engaging & Effective In-Store Conversations
Support Unified Cross-Channel Experiences
Higher Sales Conversion:
Enhanced Customer Retention:
2. Leverage 1st Party Data/Audiences to Target Campaigns on Digital Signage in-store (Retail Media)
Localisation, Personalisation & Effective Ad Targeting in-store rely on the same underlying infrastructure. As 3rd party cookies fade away, many of the existing retail media solutions will become less effective.
Personalisation Hub is evolving to ensure we provide major retailers with a self-hosted retail media network solution that focuses on optimising campaign targeting across all their owned channels.
Our initial focus is ensuring that retailers can securely target campaigns/ads using 1st party data in-store (e.g. their loyalty data).
Below is a summary of some of the supported use cases:
Customers (with the Retailers app installed) are automatically checked-into the store on arrival
Personalisation Hub supports an integration with MIST(vBLE) [now owned by Juniper/HPE].
Customers receive a push notification greeting on arrival in-store & can be automatically checked-into the store.
A customer's proximity can be determined throughout the store & digital signage displays support 1:1 personalisation/targeting.
Support a Connected Customer Journey (Web > App > In-Store)
Each customer's unified personalisation profile is used to Personalise the campaigns presented on digital signage & on tablets within the store. This can be on aggregate (based on all the customers within a specific section of the store) OR personalised 1:1 (where a retailer can determine a customer's precise location within the store).
Where no customer profile exists (e.g. for prospects) a 1st party cookie can be used to retrieve the customer's previous website visit(s) & this information can be used to personalise store displays (as per above).
- Leverage dynamic QR codes to support store check-in
The Platform shows dynamic QR codes on select digital signage displays. When a customer scans the QR code this immediately checks a customer into the store (e.g. check for any offers/coupons or to earn loyalty rewards)
Once the QR code is scanned, all previous data about the customer/prospect is available to support 1:1 personalisation & relevant campaigns will playback on the display.
When a Brand has activated a QR Control enabled campaign on the Display; the customer's mobile phone becomes a remote control to the display. The customer is able to browse through personalised campaigns/offers and select to play these on the display (e.g. play a promo video on display and/or save a personalised coupon to their phone). These experiences can also change depending on the aisle/zone a customer is standing in.
Assign Ad Slots for Programmatic Advertising (coming soon)
The Platform supports Localised, Personalised & Sponsored Ad slots across all owned channels
Brands can select which slots are available to Advertisers/DSPs
Advertising Slots can be pre-booked or made available to programmatic advertisers
Platform will support integrations to our clients preferred DSPs/partners
Business Benefits:
Increased Basket Size & Conversion:
Monetisation of In-Store Media:
Improved Customer Experience:
Closed-Loop Attribution:
Real-Time Campaign Agility:
3. Trigger Hyper-Localised (Geo-Targeted) Campaigns on Digital Signage (QSR Industry)
Personalisation Hub can seamlessly integrate with any data. QSRs are therefore able to leverage local weather, events, stock/ingredient availability to dynamically control which campaigns get presented at any time of day.
QSRs can also leverage the platform's various customer check-in options to support 1:1 personalisation on displays/tablets/kiosks.
Below is a summary of some of the supported use cases:
Day Parting (Advanced Scheduling)
Schedule which menus are shown at different times of the day (breakfast/lunch/dinner)
Further control what menus are presented by supporting enhanced targeting
Seamlessly integrate any required data (e.g. local weather or stock/ingredient availability)
Adapt offers and menus (in real-time) based on local weather conditions (e.g. promote soups on cold days & cold drinks on hot days).
Change content based on ingredient availability (e.g. hide sold-out items).
Personalised Offers (1:1 Personalisation)
QR Code engagement enables retrieval of prior orders and customer profiles.
Unlock personalised discounts based on loyalty data or behavioural insights.
Vision @ the Edge (Audience Sensing)
Detect demographic info of passer-by audiences (e.g. age, gender estimation).
Monitor and optimise real-world campaign performance.
(Note: Running Vision Models locally is hardware dependent)
Business Benefits:
Increased Sales per Visit
Improved Operational Efficiency
Higher Customer Engagement & Loyalty
Data-Driven Campaign Optimisation
Waste Reduction
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